SmarterTrack emails being filtered at customer end

Problem reported by Artur Rzasa - 2/1/2018 at 7:18 PM

Not A Problem

Hi All,

Currently running SmartTrack v12 with queues using Office 365 mailboxes for its pop/smtp.

Also using Office 365 for our Outlook email.

Now, since a couple of days ago, anything sent from SmarterTrack to some customers gets delivered (checked via Exchange online logs) but doesn't hit the end mailbox.

If I email the same email from Outlook it gets delivered and hits the end mailbox.

Same domain, DKIM/SPF etc, just what is being used is different. I have tested using a SmarterTrack queue that isn't a commonly used one (i.e. sales@) so it wouldn't have an block on it at customer end.

I can see at some customers email servers that they have email security devices, and I'm thinking this is what is preventing the emails getting through.

Otherwise, if I email to my gmail account via ST or Outlook it does arrive, and shows all Passes on DKIM/SPF etc.

Also trying to get some assistance from the admins at our customers end but that is slow going so trying to see if anyone has any ideas or suggestions from ST end.

Thanks

--
Art

4 Replies

Reply to Thread

Andrew Barker Replied

2/5/2018 at 7:57 AM

Employee Post

Art,

From the information provided, we have been unable to determine a potential cause for this kind of filtering to be happening for your clients. So far, our internal testing has been unable to replicate this behavior.

For more in depth assistance, I suggest opening a support ticket on this issue.

As we are unable to verify that this is an issue with SmarterTrack itself, I am going to mark this thread as Not A Problem.

Andrew Barker
Lead Software Developer
SmarterTools Inc.
www.smartertools.com

Artur Rzasa Replied

2/5/2018 at 7:31 PM

Thanks Andrew

--
Art

Artur Rzasa Replied

2/5/2018 at 7:33 PM

Ok, it seems to be the public IP that our ST uses that was getting those emails blocked. I had assumed that since we were using Office 365 for the actual delivery that that would be the important information but seems that the original sending IP is still used.

Working through this now.

--
Art

Andrew Barker Replied

2/6/2018 at 7:47 AM

Employee Post

That's a very unusual situation. I've spoken with a couple members of our SmarterMail team, and they recommend looking over your Office settings to see if there is a flag that is causing it to relay your emails instead of acting as a standard SMTP server.

If you need additional help, you are welcome to open a ticket. If you do choose to open a ticket, please be prepared to share information on email headers for emails sent from SmarterTrack and from Office 365, as well as some logs from Office 365.

Andrew Barker
Lead Software Developer
SmarterTools Inc.
www.smartertools.com

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